how many times must I request my own statements

I'm so disappointed with the service received from Nedbank took a loan last year November and up to today never received my loan statement, contacted the call centre and was given *** and advised that my statement was being sent to a Postal box I have not been using for over 5yrs asked the agent change that when I asked why was that she covered up for the consultant is Standerton who had assisted me in signing my contract since I had gave her the correct details and the system was made an excuse which I don't believe, have been sending complaints on the Nedbank site and have never received any feedback.